The Challenge
Empower Ponce Bank staff to have dialogues about how to make their services better
The Outcome
A pop up “lab” to re-imagine and test their new service models
My Role & Responsibilities
Design Lead: concepting, branding, user journey, run-of-show, installation management
Recognition
Future Branches Innovators Award, 2019
What It Is
A pop up branch that operated for three months as a “Co-Creation Space” where the bank ran internal workshops to imagine new service models, actually offered them to customers, got feedback right away, and iterated on them.
Customer Experience of Ponce Lab
Step 1.
Greeter invites Customers to participate in the co-creative process.
Step 2.
Ponce Banker escorts Customers to a station and provides banking service.
Step 3.
Customer gives feedback by rating their experience and sharing ideas.
The Outcome
The lab became an instigator for change in the staff’s mindsets: their inputs mattered, and they had the power to transform customer service.
Insights
In a traditional bank branch, customers are forced to navigate within the space to seek specialized service, whether to deposit cash or to record their passbook accounts. And often times, bank staff stay behind glasses in their teller stations.
Many workshops and conversations with the staff revealed, however, that the customers could be helped by any Ponce Banker virtually anywhere in a branch, given the right tools such as mobile tablets and training to be a generalist. As a client recalled, “there was a moment when we all realized, ‘you don’t need to take the customer to manager’s desk, You can help them yourself. You’re a Ponce Banker.”
